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Comparative analysis for J&PS ICT first level helpdesk
- 1. Page 1 of 5 Comparative Job & Person Specification Analysis for First Level ICT Helpdesk Officers throughout the South Australian Public Service A total of 553 roles and responsibilities (Appendix 1) were examined from eleven First Level ICT Helpdesk Job & Person Specifications (J&PS) for seven State Government Departments and internal Health Agencies (see Table 1 with remuneration levels from ASO2, ASO3 and ASO4). Specific second level support roles and responsibilities examined from J&PS from metropolitan (non-CBD) areas including Flinders Medical Centre and The Queen Elizabeth Hospital, were discounted from combined first level helpdesk and second level support J&PS positions in Table 2 as column 7. Department of Health second level ICT support J&PS defining specific roles and responsibilities not performed by First Level ICT Central Helpdesk Officers include: ? User Administration ASO3 Senior Helpdesk Officer ? PC Support ASO4 ICT Support Officer The 533 roles and responsibilities are categorised under the following 15 headings: 1. Adaptability, Learning and Development, Undertaking Training 2. Communication with Customers, Team Members and External Affiliates 3. Computer Literacy (Applications, Hardware & Network Infrastructure) 4. Confidentiality, Privacy, Freedom of Information 5. Customer Service, Efficiency and Efficacy 6. Documentation (Preparation, Maintenance, Distribution) 7. Initiative, Responsibility, Pro-activity, Working without Supervision 8. Meeting Deadlines, Prioritisation, Working Under Pressure 9. OHW&S, EEO, Equity and Diversity 10. Other 11. Planning, Organisation and Management 12. Problem-solving, Analytical Ability, Investigation and Research 13. Project Work, Higher Duties 14. Teamwork, Contributing to the Whole 15. Training Users, Clients and Team Members /home/pptfactory/temp/20120407125431/comparativeanalysisforjpsictfirstlevelhelpdesk-13338031515119- phpapp01-120407075430-phpapp01.doc
- 2. Page 2 of 5 Table 1 Job & Person Specifications examined include: Department / Agency Branch / Section Remuneration J&PS Position Title Department of Health ICT Central (ICTC) ASO2 Helpdesk Officer Flinders Medical Centre ICT ASO2 ICT Support Officer ASO3 Senior Support Officer The Queen Elizabeth Hospital ASO3 Helpdesk Officer Information Technology & Telecommunications ASO4 Helpdesk Coordinator DECS Technology & Knowledge ASO3 Customer Support Analyst (Department of Education & Management Services Children¡¯s Services) IT Customer Support Centre ASO4 Senior Customer Support Analyst DFEEST Service Desk ASO4 ICT Service Desk Officer (Department of Further Education, Employment, Science & Technology) DTF ICT Services ASO3 Service Desk Officer (Department of Treasury & Finance) Shared Services Reform Office ASO4 ICT Support Officer SAPOL Information Systems & ASO3 Helpdesk Officer (South Australian Police) Technology Services /home/pptfactory/temp/20120407125431/comparativeanalysisforjpsictfirstlevelhelpdesk-13338031515119-phpapp01-120407075430-phpapp01.doc
- 3. Page 3 of 5 Table 2 The following table quantifies the roles and responsibilities per category detailed in ICT Helpdesk Job & Person Specifications (ASO3, ASO4) that are currently being performed by Department of Health ICT Central First Level Helpdesk Officers (ASO2). Column 1 Column 2 Column 3 Column 4 Column 5 Column 6 Column 7 ICTC Comparing out of Comparing out of 2nd Level Category J&PS ICTC to ASO3 Total ICTC to ASO4 Total Support 2 1 5 5 8 8 0 3 2 13 15 11 13 3 6 3 33 52 24 34 28 5 4 2 3 0 0 1 11 5 49 50 22 26 1 3 6 10 13 13 25 5 1 7 22 24 23 26 1 1 8 8 8 7 8 1 2 9 14 14 13 13 0 2 10 5 6 6 8 0 0 11 6 8 13 15 2 2 12 7 7 8 8 0 3 13 2 2 5 12 2 2 14 21 21 17 17 0 3 15 4 6 3 7 2 46 Total 201 234 173 220 46 For column Key see page 4 /home/pptfactory/temp/20120407125431/comparativeanalysisforjpsictfirstlevelhelpdesk-13338031515119-phpapp01-120407075430-phpapp01.doc
- 4. Page 4 of 5 Key to Table 2 Column 1 ¨C ICTC J&PS This column quantifies the number of roles and responsibilities contained in the ICT Central ASO2 Helpdesk Officer J&PS for each category (providing a category weighting of role importance for the ICTC Helpdesk Officer position). Column 2 ¨C Category This column lists the category number from page 2 representing the category of collated roles and responsibilities from all J&PS examined in this comparative analysis. Column 3 ¨C Comparing ICTC to ASO3 This column quantifies the number of ASO3 remunerated roles and responsibilities currently performed by First Level ICT Central Helpdesk Officers examined in the 553 roles and responsibilities analysed. Column 4 ¨C out of Total This column quantifies the total number of ASO3 roles and responsibilities examined in the comparative analysis. Column 5 ¨C Comparing ICTC to ASO4 This column quantifies the number of ASO4 remunerated roles and responsibilities currently performed by First Level ICT Central Helpdesk Officers examined in the 553 roles and responsibilities analysed. Column 6 - out of Total This column quantifies the total number of ASO4 roles and responsibilities examined in the comparative analysis. Column 7 ¨C 2nd Level Support This column quantifies the number of specifically second level ICT support roles and responsibilities that have been discounted from the resultant percentiles in the comparative analysis because they are currently performed by dedicated second level ICT Services units within the Department of Health. /home/pptfactory/temp/20120407125431/comparativeanalysisforjpsictfirstlevelhelpdesk-13338031515119-phpapp01-120407075430-phpapp01.doc
- 5. Page 5 of 5 Resultant Percentiles First Level ICT Central Helpdesk Officers currently fulfil 98% (201/(234-29)) of all the ASO3 duties, roles and responsibilities expected from all First Level Helpdesk Officers across the seven examined Departments and Agencies. First Level ICT Central Helpdesk Officers concurrently fulfil 85% (173/ (220-17)) of all the ASO4 duties, roles and responsibilities expected from First Level Helpdesk Officers across the seven examined Departments and Agencies. 10% (58/553) of duties, roles and responsibilities are specifically assigned to specialized Second Level ICT Support Officers within the Department of Health ICT Services branch and are deducted from the total roles and responsibilities tallied (column 7 Table 1). eg. 28 Computer Literacy (category 3) roles performed by J&PS at FMC and TQEH are performed by specialized ICTS PC Support and are not included in resultant percentiles above. The four ASO3 duties, roles and responsibilities tallied as not currently applied by First Level ICT Central Helpdesk Officers and not applied by ASO4 ICT Support Officers within the Department of Health include: 1. Minimum two years experience in the provision of IT Helpdesk or similarly user oriented support function. 2. Assist in the identification, establishment and review of corporate and departmental performance standards and outcomes. 3. Desirable - Supervisory experience to manage work of subordinates as required. 4. Desirable - Knowledge of change management and configuration management processes. /home/pptfactory/temp/20120407125431/comparativeanalysisforjpsictfirstlevelhelpdesk-13338031515119- phpapp01-120407075430-phpapp01.doc